Despite what the popular adage says, the customer is not always right.  But right or wrong doesn’t matter when faced with an unhappy customer, refund requests, or negative feedback.  What matters is figuring out what the actual problem is, taking the time to reflect on what the customer is actually saying (even if it’s hard!) […]

Guides

The Customer Isn’t Always Right…and It Doesn’t Matter

True story: Until I was in my 30s, I couldn’t phone in a pizza order without feeling paralyzed by anxiety. And even though I’ve been name dropped in Forbes, interviewed for a dozen podcasts and summits, taught in some super A-Player groups, and been onstage with some pretty high falutin’ Clubhouse hosts, I’m still very […]

Reflections

You’re a Human, Not Just a Business

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The way that you present your personal and business brands (which might be one and the same) is one of the trickiest, but most important, aspects of your entrepreneurship journey. Clients want someone who knows what they’re doing. If you can position yourself as someone knowledgeable and credible enough to help, then you’re in business! […]

Guides

How to Effectively Position Yourself as an Expert

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As an entrepreneur, here’s an awkward question: How likeable are you? No really. As a solopreneur or small business owner, it’s no secret that your clients are your bread and butter! So if you want to increase your income and grow your business, you’ve gotta treat those clients like the precious gems they are! High-quality […]

Guides

Is Your Bedside Manner Affecting Your Bottom Line?

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Why should people buy from you? Specifically you, and not someone else. The answer to that question lies in how you communicate value to those potential customers. No matter how narrow your niche or how specialized your offerings are, you are most likely competing for the attention of your target audience with numerous other businesses. […]

Guides

How to Communicate VALUE to Your Clients

As a small business owner, you want to ensure you’re offering the best possible customer service to your clients from the first time they contact you, and as you build your relationship with them. But what does it take to not only meet your clients’ expectations, but exceed them in every way imaginable so that […]

Reflections

Treating Customers Right (Two Sides of the Customer Service Coin Part 2)

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As busy entrepreneurs, we’re always focused on how we can improve our customer service so our best clients become loyal advocates. But what about when we need to outsource a project? What qualities should we look for in a good, reliable vendor, and how do we build a solid relationship? And how can we make […]

Guides

How to Build Effective Vendor-Client Relationships (Two Sides of the Customer Service Coin)

Recently my partner and I went for dinner at one of our favourite restaurants in the city; a lively sports bar in the heart of downtown. Our friend is the head chef there, and is well-known for his delightfully tasty dishes and broad, easy smile. A natural in the kitchen and wonderfully warm and cheerful […]

Guides, Reflections

Create Your Special Sauce

Are You Asking Your Clients the Right Questions? How often are you posing questions to your clients and customers? What questions are you asking? And are you using the answers to help strengthen your business offerings and customer service? If you’re a small business owner or entrepreneur, asking your clients questions—and particularly, asking the right […]

Processes, Reflections

The Importance of Asking Questions

Bringing new, high-paying clients onboard feels fantastic, but what’s even better is when an existing client finds them for you, and sends them right to your door. These clients are your unofficial advocates. They want to help both you and their contacts, so they’re actively promoting you in private meetings, and casual conversations whenever their […]

Processes, Resources

How to Convert Clients to Advocates in 3 Easy Steps

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